Transcript PWATC
COMMUNICATIONS
Dena Mezger, PE
Learning Objectives
Know the definition of “communication”
Understand active/effective listening
Understand how to issue directives to your
Team
Understand how to communicate change
Understand how to communicate with the
public
Understand the dangers of emails
Understand your own communication style
“I know you believe that you
understood what you think I said,
but I am not sure you realize what
you heard is not what I meant.”
(State Department spokesman regarding Vietnam War)
Communication
Definition: An exchange of information
between two or more people or groups to
reach mutual understanding.
Someone gives info
Someone receives info
Intended and unintended messages
Goal is for both parties to understand info the
same way
Influences on Communication Process
Noise
Visual distractions
Physical barriers
Exhaustion
Language skills
Knowledge
Personal relationship
Emotions
Attitudes
Perception
Values
Expectations
Body Language
Nonverbal Behavior
Arms crossed on chest
Hand on cheek
Touching, rubbing nose
Rubbing the eye
Hands clasped behind back
Open palm
Pinching bridge of nose
Steepling fingers
Stroking chin
Head resting in hands, eyes
downcast
Interpretation
Defensive
Evaluation, thinking
Rejection, doubt, lying
Doubt, disbelief
Anger, frustration, apprehension
Sincerity, openness, innocence
Negative evaluation
Authoritative
Trying to make a decision
Boredom
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Active Listening
Focus on speaker
Eliminate distractions
Keep eye contact
Take notes
Ask questions
Summarize what you heard
Effective Listening
Attentive Observation - focus on speaker
Acknowledging – convey understanding
Inviting – encourage speaker to say more
“It sounds like you really want to change”
“Tell me more”
Nod head
Checking it out – ask who, what, when,
where or how
Communicating with Your Team
Sharing info
Direction
Solving problems
Corrections
“Atta-boys”
Directing Your Team
Keep directive simple
One directive at a time
Expect compliance
Phrase as request
Customize to employee
Get feedback
Giving Directions Exercise
Pick a partner
Move chairs to sit back-to-back
One will receive blank paper, other
will receive a sketch
Give directions in order for partner to
recreate sketch
Don’t tell what the item is, just give
step by step directions on how to draw
it
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Providing Feedback
Focus on
Value to receiver, not the chance to “vent” for
sender
Facts without judging “right or wrong”
Behavior, not the person
Observations, not assumptions or inferences
Specific events or behavior, not abstract ideas
Share ideas rather than give advice
Appropriate time and place
Communicating Change
Understand the change and its impact
Provide your input
Understand the decision
Understand why
Explain the decision
Make it palatable
Using the “grapevine”
Staying ”connected”
Dealing with rumors
Feeding the grapevine
Sharing info
Communicating with Your
Peers
Asking for help
Providing help
Sharing information
Communicating with Your Boss
Reasons
Receiving direction
Providing feedback
Good news
Bad news
How to
Know the purpose - be
prepared
Appropriate time and place
Get to point quickly
Use active listening to
encourage response
Receiving assignment – as
who, what when, where to
make sure you understand
Communicating with the Public
Be polite and professional
Listen
Answer the question
Explain, briefly
Tailor answer to the audience
Avoid technical jargon
Stick to the facts
This generally applies to written
communications also
E-mail
Emails are forever
Emails don’t show “tone”
Emails get forwarded
Hitting “delete” instead of “send”
Communications Exercise
Tally answers to Social Style
questionnaire
Determine your primary and secondary
styles
Social Styles
Analytical
Driver
(Technical Specialist –
Conscientious)
(Control Specialist –
Dominant)
Amiable
Expressive
(Support Specialist –
Steady)
(Social Specialist –
Influential)
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Social Styles
Analytical (Technical Specialist) /
Conscientious
Driver (Control Specialists) /
Dominant
Industrious
Vigilant
Determined
Thorough
Persistent
Orderly
Requiring
Decisive
Serious
Critical
Tough-minded
Efficient
Exacting
Indecisive
Dominating
Pushy
Moralistic
Stuffy
Harsh
Severe
Amiable (Support Specialists) /
Steady
Expressive (Social Specialists) /
Influential
Supportive
Dependable
Personable
Dramatic
Respectful
Agreeable
Stimulating
Gregarious
Willing
Conforming
Enthusiastic
Manipulative
Dependent
Retiring
Reacting
Excitable
Emotional
Ingratiating
Promotional
Undisciplined
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Analytical /
Analytical
Analytical/
Driver
Driver/
Analytical
Driver /
Driver
Analytical/
Amiable
Analytical/
Expressive
Driver/
Amiable
Driver/
Expressive
Amiable/
Analytical
Amiable/
Driver
Expressive/
Analytical
Expressive/
Driver
Amiable /
Amiable
Amiable/
Expressive
Expressive/
Amiable
Expressive /
Expressive
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Social Styles
08/30/2010
Nerd
Jerk
Wimp
Mouth
Personal Social Profile
Did you think this identified your style
accurately?
Do you think others see you the same
way?
How might you use this information?
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Questions?
CONDUCTING EFFECTIVE
MEETINGS
Managing meetings
OVERVIEW
Setting goals and following through
Small vs. large meetings
Session Learning Objectives:
Conducting Effective Meetings
• Understand the steps required to manage an
effective meeting.
Understand your responsibilities in a good
meeting
Understand the different types and sizes of
meetings
CONDUCTING EFFECTIVE
MEETINGS
Managing meetings
Setting goals and following through
Small vs. large meetings
“The Meeting from Hell”
Tell the person next to you about “the
worst meeting ever”
One or two things that made it the meeting
from hell
Share a few of the examples with the large
group
Discuss strategies or behaviors that would
have made the experience better.
“One either meets or one works. One cannot
do both at the same time.” – Peter Drucker
“The length of a meeting rises with the square
of the number of people present.” - Anon
HOW DO YOU USE
MEETINGS??
What is your pet peeve about meetings?
Do you enjoy going to meetings?
Is the meeting necessary?
Do you define its purpose?
MEETING TYPES
INFORMATION GIVING
(Training, lecture,
delegation and crew
meeting)
EXCHANGE IDEAS
(Performance reviews and
staff meetings)
CREATING
(Goal setting and
brainstorming)
Objective to deliver quickly
One-way communication
Any size group
Formal and businesslike
Objective to exchange ideas
Two-way communication
30 people or less
Less formal
Depends on creativity of group
Best in small groups
Relaxed and spontaneous
MEETING TIPS
Short mtgs.: Late in day or before lunch.
Provide agenda before meeting and use it.
Make sure all at meeting are heard.
Summarize what was discussed.
Make assignments with due dates.
Provide written action items list
Start and finish on time.
Try assigning time limits to topics.
If there is conflict – focus on issues.
Rotate who is chair
CONDUCTING EFFECTIVE
MEETINGS
Managing meetings
Setting goals and following through
Small vs. large meetings
GOOD MEETINGS
Organized / Structured
There is preparation
Advance information sent
Start on time
Length of meeting is appropriate
Conversation free & open
Follow up
Everyone at the meeting is responsible for
making the meeting a success.
2 CONTRIBUTIONS YOU CAN
MAKE
PROCEDURAL SUGGESTIONS
CONTENT SUGGESTIONS
CONFERENCE CALLS
Designate note taker
Identify yourself when you speak
Call on those that are silent
Poll all to get agreement
Solicit feedback
Finish with assignment review
and TO DO LIST
CONDUCTING EFFECTIVE
MEETINGS
Managing meetings
Setting goals and following through
Small vs. large meetings
MEETING SIZE MATTERS
SMALL
Informal
Easy to participate
Brainstorming works
Leaderless possible
Participants invited
Usually private
LARGE
Robert’s Rules
Need to force participation
Structured brainstorming
Leaderless = Anarchy
Could include squatters
Often public
Meeting Attitude Assessment
Scoring
40 to 50=You are a solid meeting
contributor
30-39=You contribute, but you may want
to get more involved
10-29=Reevaluate your attitude toward
meetings and work to be more of a
meeting contributor.
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Questions?